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Image by Walt Stoneburner via Flickr

Over the years, I've represented a lot of clients. I've listened to hours and hours of IRS hold music. And I've had a lot of conversations with IRS reps and agents. But last week something happened that truly shocked me: the IRS hung up on me. On purpose.

The details aren't all that important. Basically, I called the IRS to discuss a client's tax matter. While it's my job to zealously protect the rights of my clients, I am very aware that the person on the end of the line is also doing their job, and as such, I am professional when I speak to the IRS. On this day, I did exactly that. I didn't raise my voice. I wasn't nasty. I merely tried to explain that there appeared to have been a cross in communications when the agent cut in abruptly with a brusque "This is how we do it" and then, Click.

I called back, only to find that there is no way to speak to a supervisor without putting in a special request. I did exactly that - and I'm still waiting.

It was the first of a number of incidents that I would have previously considered to be out of character for IRS. Shocked by what appeared to be a change of direction from the "kinder, gentler IRS" in the 90s, I asked my colleagues on twitter whether they had noticed a difference in the IRS treatment of taxpayers:

The answer was a resounding yes.

I was inundated by direct messages and emails from accountants and attorneys, each with an anecdote about a client matter with IRS recently gone bad. Clients have been liened without notice to their representatives. Installment plans were canceled without warning or explanation. Reconsideration requests were summarily denied. The word "abuse" in reference to IRS popped up more than once.

I know, some of you are going to say that you're not surprised. But I am. While I understand that IRS is rarely anyone's best friend, it has always been my experience that while the bureaucracy and policies can be frustrating, most of the agents and attorneys that I've worked with have been helpful (one sexist Innocent Spouse Appeals Officer from 2004 excepted) - even when I don't agree with the result.